Director of Member Experience Operations

Director of Member Experience Operations

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with over 130 country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited!

Job Summary

The Director, Member Experience Operations & Strategy, plays a critical role in advancing Invited's enterprise-wide member experience and operational priorities. This role reports to the Chief Membership Officer while also supporting strategic initiatives for the EVP of Operations.

This position blends execution-led strategy, operational discipline, and analytical insight generation. The ideal candidate is a strong business thinker who can interpret data, identify meaningful trends, and translate insights into practical actions, while also providing the structure and leadership required to drive initiatives through execution.

The role is intentionally dynamic and adaptable, evolving based on enterprise priorities, major initiatives, and opportunities to elevate the Invited member experience. This role is a hybrid position with three days per week in our Irving, TX office.

Key Responsibilities

Enterprise Execution & Strategic Support

• Support execution of member experience and operational initiatives across the Invited portfolio.
• Translate strategy into actionable plans with clear ownership and outcomes.
• Ensure clear communication, alignment, and consistent execution across departments, regions, and clubs.
• Prepare executive-ready updates, reports, dashboards, and meeting materials.

Program & Partnership Leadership

• Identify opportunities to improve clarity, adoption, and operational effectiveness of enterprise offerings.
• Serve as the enterprise point of coordination for select third-party programs and partnerships that enhance Member Experience.
• Support evaluation of future tools, platforms, and vendors that enhance personalization, communication, feedback, and experience consistency without acting as a technical or development role.

Operational Assessments

• Develop data-driven operational assessments to identify trends, risks, and opportunities.
• Lead preparation for club reviews, including analysis of:
• Member Spend, Dues Retention and KPIs
• Member survey results and sentiment analysis
• Resign reasons and attrition trends
• Synthesize complex information into clear insights and recommended actions.

Member Usage Trends, Feedback, Surveys & Experience Intelligence

• Identify emerging trends and leading indicators early and translate them into actionable recommendations

Provide strategic oversight of member surveys and feedback intelligence, ensuring insights are proactive, forward-looking, and decision oriented.

• Develop consistent frameworks for reporting, insight distribution, and executive interpretation.
• Partner with the VPs of Member Experience and SVP leaders to prioritize actions and translate insights into operational improvements.

Cross-Functional Collaboration

• Collaborate closely with Operations, Finance, Analytics, Strategy, IT and Member Experience teams.
• Coordinate enterprise initiatives to ensure alignment, feasibility, and accountability.

Qualifications

• Bachelor's degree required
• 7-10+ years of experience in operations, analytics, consulting, or enterprise project leadership.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proven experience preparing executive-level materials and presenting to senior leadership.
• Proficiency in Excel and Power BI for analysis, reporting, and executive-ready reports. No coding or development experience required.
• Excellent organizational, communication, and project management skills.
• Ability to manage multiple priorities in a fast-paced, evolving environment.
• Hospitality, membership-based, or multi-unit experience strongly preferred.

Compensation Package: Competitive Salary Range; Bonus Potential; Comprehensive Benefits including Medical, Dental, and Vision; 401k Retirement Plan; Ongoing Training and Development. Join our dynamic team and unlock abundant opportunities for personal and professional growth within the private Club industry!

Have more questions? Check out our Invited Jobs website to get more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks:  LinkedIn  Instagram Twitter Facebook

Invited is an Equal Employment Opportunity Employer

The job posting outlines the general requirements for this position and is not a comprehensive list of duties, responsibilities, or requirements. Additional duties not mentioned here may be assigned as needed to ensure the smooth operation